Matching deployable resources with available tasks based on personal information obtained from wearable devices

ABSTRACT

Matching deployable resources with available tasks based on personal information obtained from wearable devices is disclosed. A processor-based controller receives permission from each of a plurality of deployable resources to receive personal information from the respective deployable resource. The controller next automatically receives personal information from each of the plurality of deployable resources via the wearable devices. The personal information is based on information determined by the respective wearable device while the wearable device is being worn by the respective deployable resource. The controller automatically compares the personal information received from one or more of the deployable resources to a selection criterion associated with a task. Based on the comparing, the controller selects one or more of the deployable resources, and notifies each of the selected deployable resources to request assistance with respect to the task.

CROSS-REFERENCE TO RELATED APPLICATIONS

This application is related to U.S. patent application Ser. No.14/971,501 filed on Dec. 16, 2015, entitled “SELECTING DEPLOYABLERESOURCES BASED ON PERSONAL INFORMATION OBTAINED FROM WEARABLE DEVICES,”which is hereby incorporated herein by reference in its entirety.

This application is related to U.S. patent application Ser. No.14/971,554 filed on Dec. 16, 2015, entitled “AUTHORIZING DEPLOYABLERESOURCES BASED ON PERSONAL INFORMATION OBTAINED FROM WEARABLE DEVICES,”which is hereby incorporated herein by reference in its entirety.

BACKGROUND

Wearable devices, such as smartwatches and fitness trackers, are capableof tracking a wide range of data about a wearer. For example, manywearable devices are able to track activity levels, sleep cycles,heartbeat, and other health-related parameters. This data may be storedand indexed, for example via a smartphone, personal computer, or thedevice itself, and can be made available for a wide variety ofapplications.

SUMMARY OF THE DETAILED DESCRIPTION

Embodiments disclosed in the detailed description include matchingdeployable resources with available tasks based on personal informationobtained from wearable devices. In one embodiment, a method of matchingdeployable resources with available tasks is disclosed. The methodcomprises receiving permission, at a processor-based controller, fromone or more deployable resources of a plurality of deployable resourcesto receive personal information from the respective deployable resource.The method further comprises automatically receiving, via theprocessor-based controller, personal information from the one or moredeployable resources of the plurality of deployable resources via therespective wearable devices configured to be worn by the plurality ofdeployable resources, the personal information based on informationdetermined by the respective wearable device while the wearable deviceis being worn by the respective deployable resource. The method furthercomprises automatically comparing, via the processor-based controller,the personal information received from a first subset of the pluralityof deployable resources to a selection criterion associated with a task.The method further comprises selecting, based on the comparing of thepersonal information to the selection criterion, a second subset ofdeployable resources from the first subset of the plurality ofdeployable resources. The method further comprises notifying eachdeployable resource of the second subset of deployable resources torequest assistance from the second subset of deployable resources withrespect to the task.

In another embodiment, a system for matching deployable resources withavailable tasks is disclosed. The system comprises a plurality ofwearable devices, each of the plurality of wearable devices configuredto be worn by one of a plurality of deployable resources. Each of theplurality of wearable devices is configured to determine personalinformation about the respective deployable resource while the wearabledevice is being worn by the respective deployable resource. The systemfurther comprises a processor-based controller configured to receivepermission from one or more deployable resources of the plurality ofdeployable resources to receive personal information from the respectivedeployable resource. The processor-based controller is furtherconfigured to automatically receive the personal information from theone or more deployable resources of the plurality of deployableresources via the respective wearable devices configured to be worn bythe plurality of deployable resources. The processor-based controller isfurther configured to automatically compare the personal informationreceived from a first subset of the plurality of deployable resources toa selection criterion associated with a task. The processor-basedcontroller is further configured to select, based on the comparing ofthe personal information to the selection criterion, a second subset ofdeployable resources from the first subset of the plurality ofdeployable resources. The processor-based controller is furtherconfigured to cause each deployable resource of the second subset ofdeployable resources to be notified to request assistance from thesecond subset of deployable resources with respect to the task.

In another embodiment, a non-transitory computer-readable medium storingone or more programs is disclosed. The one or more programs compriseinstructions, which when executed by an electronic device cause theelectronic device to implement a method for matching deployableresources with available tasks. The method comprises receivingpermission, at a processor-based controller, from one or more deployableresources of a plurality of deployable resources to receive personalinformation from the respective deployable resource. The method furthercomprises automatically receiving, via the processor-based controller,personal information from the one or more deployable resources of theplurality of deployable resources via the respective wearable devicesconfigured to be worn by the plurality of deployable resources. Thepersonal information is based on information determined by therespective wearable device while the wearable device is being worn bythe respective deployable resource. The method further comprisesautomatically comparing, via the processor-based controller, thepersonal information received from a first subset of the plurality ofdeployable resources to a selection criterion associated with a task.The method further comprises selecting, based on the comparing of thepersonal information to the selection criterion, a second subset ofdeployable resources from the first subset of deployable resources. Themethod further comprises notifying each deployable resource of thesecond subset of deployable resources to request assistance from thesecond subset of deployable resources with respect to the task.

BRIEF DESCRIPTION OF THE FIGURES

The accompanying drawing figures incorporated in and forming a part ofthis specification illustrate several aspects of the disclosure, andtogether with the description serve to explain the principles of thedisclosure.

FIG. 1 illustrates a system configured to select deployable resourcesbased on a comparison of personal information received from wearabledevices worn by the deployable resources to one or more selectioncriteria, according to an embodiment;

FIG. 2 is a communication diagram illustrating a method of selectingdeployable resources using the system of FIG. 1, according to anembodiment;

FIG. 3 is a flowchart of the method of FIG. 2, according to anembodiment;

FIG. 4 illustrates a vehicle in communication with a processor-basedcontroller configured to determine whether one or more deployableresources are permitted to proceed with operating the vehicle, based onpersonal information received from wearable devices worn by thedeployable resources, according to another embodiment;

FIG. 5 is a communication diagram illustrating a method of determiningwhether a deployable resource is permitted to proceed a task using thesystem of FIG. 4, according to an embodiment;

FIG. 6 is a flowchart of the method of FIG. 5, according to anembodiment;

FIG. 7 illustrates a system configured to receive personal informationreceived from wearable devices worn by a plurality of deployableresources, and to match the deployable resources with available tasksbased on the personal information, according to another embodiment;

FIG. 8 is a communication diagram illustrating a method of matching adeployable resource to an available task using the system of FIG. 7,according to an embodiment;

FIG. 9 is a flowchart of the method of FIG. 8, according to anembodiment;

FIGS. 10A and 10B illustrate aspects of a user interface for a wearabledevice according to the embodiment of FIGS. 1-9, according to anembodiment;

FIG. 11 illustrates a system for communicating with a wearable deviceaccording to the embodiment of FIGS. 10A and 10B, via an intermediarycomputing device, including a personal computer or smartphone; and

FIG. 12 is a block diagram of an exemplary processor-based system thatcan include the processor-based controller, wearable devices, or otherdevices disclosed by FIGS. 1-11.

The foregoing summary, as well as the following detailed description ofcertain embodiments, will be better understood when read in conjunctionwith the appended drawings. For purposes of illustration, certainembodiments are shown in the drawings. It should be understood, however,that the embodiments are not limited to the arrangements andinstrumentality shown in the attached drawings.

DETAILED DESCRIPTION

The embodiments set forth below represent the information to enablethose skilled in the art to practice the embodiments and illustrate thebest mode of practicing the embodiments. Upon reading the followingdescription in light of the accompanying drawing figures, those skilledin the art will understand the concepts of the disclosure and willrecognize applications of these concepts not particularly addressedherein. It should be understood that these concepts and applicationsfall within the scope of the disclosure and the accompanying claims.

As used herein, the articles “a” and “an” in reference to a feature,such as “a wearable device,” refer to “one or more” of the feature, suchas “one or more wearable devices,” unless otherwise specified.

Any flowcharts discussed herein are necessarily discussed in somesequence for purposes of illustration, but unless otherwise explicitlyindicated, the embodiments are not limited to any particular sequence ofsteps. The use herein of ordinals in conjunction with an element issolely for distinguishing what might otherwise be similar or identicallabels, such as “first wearable device” and “second wearable device,”and does not imply a priority, a type, an importance, or otherattribute, unless otherwise stated herein.

Embodiments disclosed in the detailed description include matchingdeployable resources with available tasks based on personal informationobtained from wearable devices. In one embodiment, a processor-basedcontroller receives permission from one or more deployable resources ofa plurality of deployable resources to receive personal information fromthe respective deployable resource. The processor-based controllerautomatically receives personal information from the one or moredeployable resources of the plurality of deployable resources via therespective wearable devices, in response to receiving permission toreceive the personal information. The personal information is based oninformation determined by the respective wearable device while thewearable device is being worn by the respective deployable resource. Theprocessor-based controller automatically compares the personalinformation received from one or more of the plurality of deployableresources to a selection criterion associated with a task. Based on thecomparing, the processor-based controller selects one or more of thedeployable resources, and notifies each deployable resource of theselected deployable resources to request assistance with respect to thetask. One advantage of this arrangement is that a deployable resource,such as a freelance contractor for example, can voluntarily providepersonal information via a wearable device that can aid in matching thedeployable resource with a task quickly and efficiently. These and otheraspects are described below in detail, particularly in relation to theembodiments shown by FIGS. 7-9.

Many contact centers use workforce management (WFM) applications toforecast and schedule the number of deployable resources (e.g., agents)with specific skills that they will need. The WFM applications usehistorical data for contact traffic and desired service levels toforecast future contact volume. The forecast is used to create schedulesbased on availability, skills, attendance, etc. from a pool ofdeployable resources, often a week to a month in advance. During a workday, a WFM system can provide agents, e.g., managers, of the contactcenter with information about the forecasted contact load versus actualcontact load, adherence to schedule by deployable resources, andprojected contact volume and service level for the remainder of the day.If these assumptions prove to be inaccurate, however, then the contactload may not be handled in a timeframe that matches the specifiedservice level. For example, contact volume may far exceed the forecast,or there may be excessive agent absenteeism due to inclement weather orillness.

In this regard, FIG. 1 illustrates a system 10 for selecting deployableresources, according to an embodiment. The system 10 includes aprocessor-based controller 12 in communication with a plurality ofcontact centers 14 via one or more communication connections 16. In thisembodiment, the controller 12 automatically determines a contact loadparameter 18 for a contact center 14. In these and other embodiments,the contact load parameter 18 may be a single parameter or a set ofparameters, as desired. For example, contact load parameters 18 forintra-day scheduling of contact center agents may include customercontacts across a set of different communication channels, the skillsets and competencies of currently working agents, and the servicelevels being experienced by customers.

As used herein, the term “automatically” refers to actions taken by thecontroller 12 or other devices in response to a determination orcondition and without human input. The controller 12 also automaticallydetermines, based on a load capacity parameter 20, a contact loadthreshold 22 for the contact center 14. In some embodiments the contactload parameter 18 may be a current contact volume or a ratio of acurrent contact volume to a current contact capacity. Likewise, thecontact load threshold 22 may be a predetermined contact volume, or apredetermined ratio of contact volume to contact capacity. Thecontroller 12 automatically compares the contact load parameter 18 tothe contact load threshold 22. In these and other embodiments, thecontact load threshold 22 may be a single threshold or a set ofthresholds, as desired. For example, the contact load threshold 22 maybe based on a forecast for the remainder of the current day for thecontact center 14, or may be based on a desired service level associatedwith the contact center 14. If the contact load parameter 18 for thecontact center 14 exceeds the contact load threshold 22, e.g., thedesired service level, the controller 12 automatically selects one ormore deployable resources 23, each of which is wearing a wearable device24 in communication with the controller 12 via one or more communicationconnections 26. It should be understood that communication connections16, 26 may include data or network connections, for example, and mayalso be directly or indirectly connected via a cloud-based network, forexample.

The deployable resources 23 form a resource pool 28, with eachdeployable resource 23 providing personal information to the controller12 via a respective wearable device 24. Each deployable resource 23 mayhave a preexisting relationship with an entity responsible for aspectsof the contact center 14, for example as an employee or a contractor. Aswill be discussed in detail below, a suitable wearable device 24 mayinclude a smartwatch, fitness tracker, or other electronic device thatis configured to be worn by a person and is capable of collecting,storing and/or communicating personal information about the wearer toanother electronic device, such as the controller 12 for example. Thewearable device 24 may be able to determine a wide variety of personalinformation, including for example, biometric information such as heartrate, blood pressure, rest and sleep status, current activity orphysical exertion, and activity over time.

The controller 12 receives personal information about each deployableresource 23 of a first group 30 of the resource pool 28 via a respectivewearable device 24. In this embodiment, for example, the resource pool28 includes deployable resources 23(1)-23(8), and the first group 30 ofdeployable resources 23 is a subset including deployable resources23(1)-23(6).

In this embodiment, the personal information is based on informationdetermined by the wearable device 24 while the wearable device 24 isbeing worn by the respective deployable resource 23. The personalinformation may include, for example, location information such as aproximity to a contact center 14, or personal characteristics relatingto job readiness, such as a rest state or BAC level. The controller 12compares the personal information to a selection criterion for eachdeployable resource 23 in the first group 30, and selects one or moredeployable resources 23 based on the comparisons. For example, aselection criterion may be a proximity of the deployable resource 23 toa contact center 14, or may include a determination that the deployableresource 23 is sufficiently rested to assist at the contact center 14,for example. In this embodiment, the selected deployable resources 23are part of a second group 32 that meets the one or more selectioncriteria. The second group 32 is a subset of the first group 30 thatincludes deployable resources 23(1), 23(2), and 23(4). It should also beunderstood that the selecting may include dividing the deployableresources 23 into different groups, categories, or rankings based on thecomparing, for example to more efficiently select the preferreddeployable resources 23 and to have backup deployable resources 23 thatcan be selected if the preferred deployable resources 23 are notavailable.

The selected deployable resources 23 in the second group 32 are thennotified to request their assistance with respect to the contact center14. One advantage of this arrangement is that deployable resources 23may be dynamically selected in real time based on changing requirementsat one or more contact centers 14 and on personal information ofindividual deployable resources 23. For example, in this embodiment,contact center 14(1) has a contact load threshold 22 that is greaterthan its contact load parameter 18. Contact center 14(4) has a lowercontact load threshold 22(4) than contact center 14(1), but also has alower contact load parameter 18(4). Thus, no action is taken withrespect to contact centers 14(1) or 14(4). However, the contact loadparameter 18(2) of contact center 14(2) is equal to the contact loadthreshold 22(2) of contact center 14(2), which triggers the controller12 to automatically select deployable resources 23 from the resourcepool 28 based on the personal information received from the wearabledevices 24 associated with one or more of the deployable resources 23.Likewise, contact center 14(3) has a contact load parameter 18(3) ofcontact center 14(3) is greater than the contact load threshold 22(3),which also triggers the controller 12 to automatically select deployableresources 23 from the resource pool 28.

It should be understood that a contact load threshold 22 may bedetermined based on a number of factors, such as, for example,historical or expected call volume at the contact center 14,unavailability of one or more normally scheduled resources at thecontact center 14, or other factors that may raise or lower the contactload threshold 22 required to trigger the controller 12 from selectingdeployable resources 23 from the resource pool 28. In this manner, ifone contact center 14 is experiencing call volume that is higher thanits current capacity, an off-duty resource, such as a deployableresource 23 normally associated with another contact center 14 forexample, may be automatically contacted to request assistance, based onspecific criteria including current proximity to the contact center 14,or personal characteristics relating to job readiness, such as reststate or BAC level of the deployable resource 23, for example.

FIG. 2 is a communication diagram illustrating a method 200 of selectingdeployable resources 23 using the system 10 of FIG. 1, according to anembodiment. Reference is also made to FIG. 3, which illustrates aflowchart of the method 200 of FIG. 2, according to an embodiment. Inthis embodiment, a controller 12 is in communication with a contactcenter 14. It should be understood that in some embodiments, thecontroller 12 may be part of the contact center 14, or may be physicallyseparated from the contact center 14. The controller 12 is also incommunication with a user device 33 associated with a deployableresource 23, such as a personal computer or a smartphone in thepossession or control of the deployable resource 23, for example. Theuser device 33 in this example receives the personal information fromthe wearable device 24 worn by the deployable resource 23, for examplevia wired synchronization, such as universal serial bus (USB) orEthernet for example, or wireless synchronization, such as cellular,Wi-Fi or Bluetooth, for example. In some embodiments, the wearabledevice 24 may alternatively or additionally be in communication with thecontroller 12 directly, such as via an Internet or other network-basedconnection.

In the method 200, the controller 12 first determines a contact loadparameter 18 based on information received from the contact center 14(Block 202). Next, the controller 12 determines a contact load threshold22 (Block 204) and compares the contact load parameter 18 to the contactload threshold 22. If it is determined that the contact load parameter18 does not meet the contact load threshold 22, the process returns toBlock 202. On the other hand, if it is determined that the contact loadparameter 18 meets or exceeds the contact load threshold 22, thecontroller 12 requests personal information from the user device 33,which may then request the personal information from the wearable device24 (Block 208). Alternatively, the user device 33 may be configured toperiodically receive the personal information from the wearable device24, so that the user device 33 can provide stored personal informationto the controller 12 as needed without directly requesting the personalinformation from the wearable device 24. Alternatively, as discussedabove, the controller 12 may also request the personal information fromthe wearable device 24 directly, bypassing the user device 33.

Next, the controller 12 receives the personal information from the userdevice 33 and/or the wearable device 24 (Block 210). The controller 12compares the personal information to one or more selection criteria(Block 212). If the personal information associated with the deployableresource 23 meets the selection criteria, the deployable resource 23 isselected (Block 214), and the deployable resource 23 may be notified ofthe selection (Block 216) in order to request assistance from thedeployable resource 23. In this embodiment, for example, a text, audio,video, or other notification may be sent to the user device 33 and/orwearable device 24. The deployable resource 23 may then reply, and canbe assigned to report to the contact center 14.

In another embodiment, a system for authorizing deployable resourcesbased on personal information obtained from wearable devices isdisclosed. Many industries such as the trucking and airline industrieshave regulations that require deployable resources to work a maximumamount of time during a given time period and to rest for a specifiedamount of time in between work shifts. The standards exist to protectthe safety of the deployable resource and people proximate to thedeployable resource during the task. Failure of the deployable resourceto adhere to these work requirements may put the deployable resource andtheir company at risk for physical injury as well as accident liability.

In this regard, FIG. 4 illustrates a system for managing deployableresources 38 according to an embodiment. In this embodiment, a system 34includes a processor-based controller 36 configured to manage adeployable resource 38 using personal information received from awearable device 40 configured to be worn by the deployable resource 38.In this embodiment, the wearable device 40 is connected to thecontroller 36 by a communication connection 42, but it should beunderstood that the controller 36 may be configured to receive thepersonal information in other ways in addition to, or instead of,communication connection 42, for example. In this embodiment, thecontroller 36 is configured to manage access by the deployable resource38 to a vehicle 44. In this embodiment, the vehicle 44 includes aprocessor-based vehicle controller 46 that is connected to thecontroller 36 by a communication connection 48. In this embodiment, thewearable device 40 may also be connected to the vehicle controller 46 bya communication connection 50.

In this embodiment, when the deployable resource 38 begins a task, suchas operating the vehicle 44 for example, the controller 36 receivespersonal information from the wearable device 40 relating to thedeployable resource 38. As discussed above, the personal information mayrelate to a job requirement, prerequisite legal criteria, or otherpredetermined criteria that are relevant to the task of operating thevehicle 44. Some examples of criteria include a minimum amount of restin a predetermined time period before operating the vehicle 44, amaximum amount of time performing other tasks within a predeterminedtime period before operating the vehicle 44, a maximum BAC levelimmediately prior to or over a predetermined time prior to operating thevehicle 44, etc. In some embodiments, the controller 36 and/or vehiclecontroller 46 may actively prevent the deployable resource 38 fromoperating the vehicle 44 if one or more criteria are not met. Forexample, if the controller 36 and/or vehicle controller 46 determinethat one or more criteria have not been satisfied, the vehicle 44 maydisplay an alert viewable by the deployable resource 38, deliver anotification to the wearable device 40 or other device associated withthe deployable resource 38, notify a superior of the deployable resource38, deactivate a vehicle 44 ignition or otherwise prevent operation ofthe vehicle 44, and/or other steps to prevent operation of the vehicle44 by the deployable resource 38.

FIG. 5 is a communication diagram illustrating a method 220 of managingdeployable resources 38 using the system 34 of FIG. 4, according to anembodiment. Reference is also made to FIG. 6, which illustrates aflowchart of the method 220 of FIG. 5, according to an embodiment. Inthis embodiment, the controller 36 is in communication with the vehicle44. It should be understood that in some embodiments, the controller 36may be part of the vehicle 44, for example as part of the vehiclecontroller 46, or may be physically separated from the vehicle 44. Thecontroller 36 is also in communication with a user device 51 associatedwith a deployable resource 38, such as a personal computer or asmartphone in the possession or control of the deployable resource 38,for example. The user device 51 in this example receives the personalinformation from the wearable device 40 worn by the deployable resource38, for example via wired synchronization or wireless synchronizationdiscussed above with respect to FIG. 2. In some embodiments, thewearable device 40 may alternatively or additionally be in communicationwith the controller 36 directly, as discussed above with respect to FIG.2.

In the method 220, the controller 36 automatically receives personalinformation about a deployable resource 38 via a wearable device 40 wornby the deployable resource 38 (Block 222). The controller 36 may alsoreceive a criterion from the vehicle 44, for example relating to arequirement for operating the vehicle 44 (Block 224). In anotherembodiment, the criterion may be a predetermined criterion stored by thecontroller 36. The controller 36 automatically compares the personalinformation of the deployable resource 38 to the criterion associatedwith the task (Block 226). The comparing may take place at apredetermined time, such as at or before a predetermined start time forthe task, or may take place periodically or continuously over time, forexample. The controller 36 next automatically determines, based on thecomparing, whether the deployable resource 38 is permitted to proceedwith the task (Block 227). If the controller 36 determines, based on thecomparison, that the deployable resource 38 is permitted to proceed withthe task, the controller 36 permits the deployable resource 38 toproceed with the task (Block 228). On the other hand, if the controller36 determined that the deployable resource 38 is not permitted toproceed with the task, the controller 36 may take steps in thisembodiment to prevent the deployable resource 38 from performing thetask (Block 230). In these and other embodiments, the controller 36 maybe configured to provide information relating to the method 220 to anaudit log that documents and preserves the information. This audit logcan aid in compliance with laws, regulations, or other requirementsrelating to the task, and can also limit liability for an entityassociated with the task. For example, changes in sleep/rest status,location, BAC levels, or other information may be logged. In addition,the audit trail may record whether or not the entity authorized thedeployable resource 38 to perform the task starting at a specified timebased on the data collected from the wearable device 40.

It should be understood that aspects of these embodiments have a varietyof different applications. For example, in the embodiment above, thevehicle 44 is a commercial truck and the deployable resource 38 is atruck driver. In another embodiment, the vehicle 44 may be an aircraft,and the deployable resource 38 may be a pilot or crew member. Thecriteria for performing the task may be customized as well. For example,where the deployable resource 38 is a pilot and the vehicle 44 is anaircraft, one criterion for operating the vehicle 44 may be that thedeployable resource 38 has a minimum amount of rest before operating thevehicle 44. A wearable device 40 may determine this information, forexample, by monitoring movement of the deployable resource 38 over aperiod of time. If the wearable device 40 determines, for example, thatthe deployable resource 38 spent a seven-hour period in one locationwith minimal movement, the wearable device 40 (or the controller 36) maydetermine that the deployable resource 38 was asleep during this timeperiod, thereby meeting that criterion for operating the vehicle 44.

In an alternative embodiment, the controller 36 may be operable tocontrol access by the deployable resource 38 to a secure area (notshown). For example, if the controller 36 determines that a deployableresource 38 is permitted to access a secure area, the controller 36 mayenable a locked door to be unlocked for the deployable resource 38. Thismay be accomplished by remotely unlocking the door, or by remotelyauthorizing or activating a key, keycard, an electronic key device, orother access device or component in the possession of the deployableresource 38 for gaining access to the secure area. Conversely, if thecontroller 36 determines that the deployable resource 38 is notpermitted to access the secure area, the controller 36 may remotely lockthe door, or remotely deactivate the key or other access device orcomponent that would be used by the deployable resource 38 to access thesecure area.

In another embodiment, a system for matching deployable resources withavailable tasks based on personal information obtained from wearabledevices is disclosed. Many public and private organizations and businessentities encounter situations where they need to deploy a group ofresources to solve an immediate problem and they do not have directlyaffiliated staff to meet the immediate resource demands. Examples ofthese types of situations include emergency response situations,spontaneous events, and simple volunteer-centric activities. Examples ofsome specific dynamically deployable resources might include volunteerfire fighters, long haul truck drivers working a second job, on-callprivate snow plows, on-call substitute teachers, employees fromaffiliated businesses, air traffic controllers, medical personnel, orservice industry workers. Resources often need to fit a specific profileas well as be in a defined geographic area and be fit for the task,which can make finding an appropriate resource difficult on shortnotice. For example, some activities have safety consideration thatrequire healthy sleep states, physical or health parameters, and/orrestrictions at the time of deployment to assure safety or minimizepotential liability.

In this regard, FIG. 7 illustrates a system 52 having a processor-basedcontroller 54 in communication with a plurality of wearable devices 56each being worn by a deployable resource 57. The wearable devices 56 arein communication with the controller 54 via one or more communicationconnections 58. In this embodiment, the deployable resources 57(1)-57(8)form a resource pool 60 from which individual deployable resources 57can be matched with one or more tasks 62. The tasks 62 may be associatedwith a common entity 64 or may be associated with different entities 64.For example, in this embodiment, tasks 62(1) and 62(2) are associatedwith one entity 64(1) while tasks 62(3) and 62(4) are associated with adifferent entity 64(2), with both entities 64 connected to thecontroller 54 via one or more communication links 66.

In this embodiment, each deployable resource 57 of a subset 68 of theresource pool 60, including deployable resources 57(1)-57(6), grantspermission to the controller 54 to receive personal information from therespective wearable devices 56 being worn by the deployable resources57. In this embodiment, for example, each deployable resource 57 mayhave a preexisting relationship with an entity responsible for aspectsof the task, for example as an employee or a contractor. In anotherembodiment, one or more of the deployable resources 57 may bevolunteers. In response to receiving permission from the subset 68 ofdeployable resources 57, the controller 54 automatically receivespersonal information from each deployable resource 57 of the pluralityof deployable resources 57 via the wearable devices 56. The controller54 automatically compares the personal information received from thedeployable resources 57 to a selection criterion associated with a task62. Based on the comparing, the controller 54 selects a subset 70 ofdeployable resources 57(1), 57(2), and 57(4) to match with one or moretasks 62, and notifies each deployable resource 57 of the selecteddeployable resources 57(1), 57(2), and 57(4) to request assistance withrespect to the task 62.

FIG. 8 is a communication diagram illustrating a method 232 of managingdeployable resources 57 using the system 52 of FIG. 7, according to anembodiment. Reference is also made to FIG. 9, which illustrates aflowchart of the method 232 of FIG. 8, according to an embodiment. Inthis embodiment, the controller 54 receives permission to receivepersonal information from the deployable resource 57 via a wearabledevice 56 worn by the deployable resource 57 (Block 234). The controller54 also determines a task 62 based on information from an entity 64associated with the task 62 (Block 236). The controller 54 requestspersonal information from the wearable device 56, either from thewearable device 56 directly, via a user device 71 associated with thedeployable resource 57, or other method 232 (Block 238). The user device71 and/or wearable device 56 provides the personal information to thecontroller 54 (Block 240), and the controller 54 compares the personalinformation to one or more selection criteria for the task 62 (Block242). Based on the comparing, the controller 54 selects one or moredeployable resources 57 (Block 244) and causes the deployableresource(s) 57 to be notified (Block 246). The notification can includetelephonically contacting the deployable resource 57, electronicallycontacting the deployable resource 57 via a network-connected device, orcontacting the deployable resource 57 via the respective wearable device56, for example.

In this regard, FIGS. 10A and 10B illustrate a user interface for awearable device, such as the wearable device 24 described above withrespect to FIGS. 1-3, that enables a deployable resource 57 to send andreceive information, including personal information and notifications.In this example, the wearable device 24 is a smartwatch having a body 72for storing functional components of the wearable device 24 and a strap73 for allowing the deployable resource, such as deployable resource 25of FIGS. 1-3, to wear the wearable device 24. The body 72 includes adial 74 and/or other physical interface elements, and a touchscreen 76for displaying information to the deployable resource 25 and receivinginput therefrom. In the embodiment of FIG. 10A, the deployable resource25 is being notified of a request for assistance with a task via agraphical alert and/or text 78, and has the option to accept or declinethe request via a respective graphical accept button 80 and declinebutton 82. Other types of alerts, such as an audible alert or physicalstimulus, e.g., vibration, may also be used. Referring now to FIG. 10B,if the deployable resource 25 accepts the request, a new message 84 isprovided with further information about the accepted task.

As discussed above with respect to the embodiments of FIGS. 1-9, thewearable device, such as wearable device 24 of FIGS. 1-3, is able toprovide personal information to the controller 12 in different ways. Inthis regard, FIG. 11 illustrates a portion of the system 10 of FIGS. 1-3including intermediary user devices 33 in communication with thecontroller 12. The user devices 33 selectively communicate with therespective wearable devices 24, for example via a wired or wirelessconnection as discussed above, to receive and relay the personalinformation, and/or to provide messages received from the controller 12to the wearable devices 24. In this embodiment, user device 33(1) is apersonal computer associated with the deployable resource 25(1), withthe wearable device 24(1) worn by the deployable resource 25(1) beingconfigured to periodically synchronize with the user device 33(1).Meanwhile, user device 33(2) in this embodiment is a smartphone intendedto be carried by the deployable resource 25(2) while the wearable device24(2) is also being worn by the deployable resource 25(2). Likewise,user device 33(3) may be another type of portable computing device thatis carried by the deployable resource 25(3) while wearing the wearabledevice 24(3).

FIG. 12 provides a schematic diagram representation of a processingsystem 86 in the exemplary form of an exemplary computer system 88adapted to execute instructions from an exemplary non-transitorycomputer-readable medium to perform the functions described herein. Inthis regard, the processing system 86 may comprise the computer system88 within which a set of instructions for causing the processing system86 to perform any one or more of the methodologies discussed herein maybe executed. The processing system 86 may be connected (as anon-limiting example, networked) to other machines in a local areanetwork (LAN), an intranet, an extranet, or the Internet. The processingsystem 86 may operate in a client-server network environment, or as apeer machine in a peer-to-peer (or distributed) network environment.While only a single processing system 86 is illustrated, the terms“controller” and “server” shall also be taken to include any collectionof machines that individually or jointly execute a set (or multiplesets) of instructions to perform any one or more of the methodologiesdiscussed herein. The processing system 86 may be a server, a personalcomputer, a desktop computer, a laptop computer, a personal digitalassistant (PDA), a computing pad, a mobile device, or any other deviceand may represent, as non-limiting examples, a server or a user'scomputer.

The exemplary computer system 88 includes a processing device orprocessor 90, a main memory 92 (as non-limiting examples, read-onlymemory (ROM), flash memory, dynamic random access memory (DRAM) such assynchronous DRAM (SDRAM), etc.), and a static memory 94 (as non-limitingexamples, flash memory, static random access memory (SRAM), etc.), whichmay communicate with each other via a bus 96. Alternatively, theprocessing device 90 may be connected to the main memory 92 and/or thestatic memory 94 directly or via some other connectivity means.

The processing device 90 represents one or more processing devices suchas a microprocessor, central processing unit, or the like. Moreparticularly, the processing device 90 may be a complex instruction setcomputing (CISC) microprocessor, a reduced instruction set computing(RISC) microprocessor, a very long instruction word (VLIW)microprocessor, a processor implementing other instruction sets, orprocessors implementing a combination of instruction sets. Theprocessing device 90 is configured to execute processing logic ininstructions 98 and/or cached instructions 100 for performing theoperations and steps discussed herein.

The computer system 88 may further include a communications interface inthe form of a network interface device 102. It also may or may notinclude an input 104 to receive input and selections to be communicatedto the computer system 88 when executing instructions. It also may ormay not include an output 106, including but not limited to display(s)108, a video display unit (as non-limiting examples, a liquid crystaldisplay (LCD) or a cathode ray tube (CRT)), an alphanumeric input device(as a non-limiting example, a keyboard), a cursor control device (as anon-limiting example, a mouse), and/or a touch screen device (as anon-limiting example, a tablet input device or screen).

The computer system 88 may or may not include a data storage device 110that includes using drive(s) 112 to store functions herein described innon-transitory computer-readable medium 114 on which is stored one ormore sets of instructions 116 (e.g., software) embodying any one or moreof the methodologies or functions described herein. The one or more setsof instructions 116 may also reside, completely or at least partially,within the main memory 92 and/or within the processing device 90 duringexecution thereof by the computer system 88, the main memory 92, and theprocessing device 90 also constituting machine-accessible storage media.The instructions 98, 100, and/or 116 may further be transmitted orreceived over a network 118 via the network interface device 102. Thenetwork 118 can be an intra-network or an inter-network.

While the non-transitory computer-readable medium 114 is shown in anexemplary embodiment to be a single medium, the term “machine-accessiblestorage medium” should be taken to include a single medium or multiplemedia (as non-limiting examples, a centralized or distributed database,and/or associated caches and servers) that store the one or more sets ofinstructions 116. The term “machine-accessible storage medium” shallalso be taken to include any medium that is capable of storing, encodingor carrying a set of instructions for execution by the machine and thatcause the machine to perform any one or more of the methodologies of theembodiments disclosed herein. The term “machine-accessible storagemedium” shall accordingly be taken to include, but not be limited to,solid-state memories, and optical and magnetic media.

Devices and systems according to embodiments disclosed herein may beprovided in or integrated into any processor-based device. Examples,without limitation, include a set top box, an entertainment unit, anavigation device, a communications device, a fixed location data unit,a mobile location data unit, a mobile phone, a cellular phone, aninternet phone, a computer, a portable computer, a desktop computer, apersonal digital assistant (PDA), a monitor, a computer monitor, atelevision, a tuner, a radio, a satellite radio, a music player, adigital music player, a portable music player, a digital video player, avideo player, a digital video disc (DVD) player, and a portable digitalvideo player.

Those of skill in the art will further appreciate that the variousillustrative logical blocks, modules, circuits, and algorithms describedin connection with the embodiments disclosed herein may be implementedas electronic hardware, instructions stored in memory or in anothernon-transitory computer-readable medium and executed by a processor orother processing device, or combinations of both. The master devices,and slave devices described herein may be employed in any circuit,hardware component, integrated circuit (IC), or IC chip, as non-limitingexamples. Memory disclosed herein may be any type and size of memory andmay be configured to store any type of information desired. To clearlyillustrate this interchangeability, various illustrative components,blocks, modules, circuits, and steps have been described above generallyin terms of their functionality. How such functionality is implementeddepends upon the particular application, design choices, and/or designconstraints imposed on the overall system. Skilled artisans mayimplement the described functionality in varying ways for eachparticular application, but such implementation decisions should not beinterpreted as causing a departure from the scope of the presentdisclosure.

The various illustrative logical blocks, modules, and circuits describedin connection with the embodiments disclosed herein may be implementedor performed with a processor, a digital signal processor (DSP), anApplication Specific Integrated Circuit (ASIC), a field programmablegate array (FPGA) or other programmable logic device, discrete gate ortransistor logic, discrete hardware components, or any combinationthereof designed to perform the functions described herein. A processormay be a microprocessor, but in the alternative, the processor may beany conventional processor, controller, microcontroller, or statemachine. A processor may also be implemented as a combination ofcomputing devices, as non-limiting examples, a combination of a DSP anda microprocessor, a plurality of microprocessors, one or moremicroprocessors in conjunction with a DSP core, or any other suchconfiguration.

The embodiments disclosed herein may be embodied in hardware and ininstructions that are stored in hardware, and may reside, asnon-limiting examples, in Random Access Memory (RAM), flash memory, ReadOnly Memory (ROM), Electrically Programmable ROM (EPROM), ElectricallyErasable Programmable ROM (EEPROM), registers, a hard disk, a removabledisk, a CD-ROM, or any other form of computer readable medium known inthe art. An exemplary storage medium is coupled to the processor suchthat the processor can read information from, and write information to,the storage medium. In the alternative, the storage medium may beintegral to the processor. The processor and the storage medium mayreside in an Application Specific Integrated Circuit (ASIC). The ASICmay reside in a remote station. In the alternative, the processor andthe storage medium may reside as discrete components in a remotestation, base station, or server.

It is also noted that the operational steps described in any of theexemplary embodiments herein are described to provide examples anddiscussion. The operations described may be performed in numerousdifferent sequences other than the illustrated sequences. Furthermore,operations described in a single operational step may actually beperformed in a number of different steps. Additionally, one or moreoperational steps discussed in the exemplary embodiments may becombined. It is to be understood that the operational steps illustratedin the flow chart diagrams may be subject to numerous differentmodifications as will be readily apparent to one of skill in the art.Those of skill in the art would also understand that information andsignals may be represented using any of a variety of differenttechnologies and techniques. As non-limiting examples, data,instructions, commands, information, signals, bits, symbols, and chipsthat may be referenced throughout the above description may berepresented by voltages, currents, electromagnetic waves, magneticfields or particles, optical fields or particles, or any combinationthereof.

The previous description of the disclosure is provided to enable anyperson skilled in the art to make or use the disclosure. Variousmodifications to the disclosure will be readily apparent to thoseskilled in the art, and the generic principles defined herein may beapplied to other variations without departing from the spirit or scopeof the disclosure. Thus, the disclosure is not intended to be limited tothe examples and designs described herein, but is to be accorded thewidest scope consistent with the principles and novel features disclosedherein.

What is claimed is:
 1. A method of matching deployable resources withavailable tasks comprising: automatically determining, via aprocessor-based controller in communication with one or more contactcenters, a load parameter for a contact center; automatically comparing,via the processor-based controller, the load parameter to a thresholdvalue for the contact center, the threshold value based on at least aservice level associated with the contact center; in response to theload parameter exceeding the threshold value, automatically connecting,via the processor-based controller, to a plurality of wearable devicesconfigured to be worn by a plurality of deployable resources; selecting,via the processor-based controller, a first subset of deployableresources from the plurality of deployable resources, the first subsetof deployable resources distributed at different locations from thecontact center; receiving permission, at the processor-based controller,from one or more deployable resources of the first subset of deployableresources to receive location information from each deployable resource;automatically receiving, via the processor-based controller, thelocation information from the one or more deployable resources of thefirst subset of deployable resources via the respective wearable devicescommunicatively connected to the processor-based controller, thelocation information based on information determined by the respectivewearable device while the wearable device is being worn by a respectivedeployable resource; automatically comparing, via the processor-basedcontroller, the location information received from the first subset ofdeployable resources to a selection criterion associated with a taskassociated with the contact center, the selection criterioncorresponding to a physical distance between a location of each of theone or more deployable resources and the contact center; selecting,based on the comparing of the location information to the selectioncriterion, via the processor-based controller, a second subset ofdeployable resources from the first subset of deployable resources;automatically sending, via the processor-based controller, a firstelectronic communication to each deployable resource of the secondsubset of deployable resources, the first electronic communicationcontaining a request for assistance from the second subset of deployableresources with respect to the task; and preventing, via theprocessor-based controller, deployable resources in the first subset ofdeployable resources but not in the second subset of deployableresources from engaging in the task, such that the first subset ofdeployable resources is conserved from being used.
 2. The method ofclaim 1, wherein the plurality of deployable resources comprises aplurality of employees of an entity responsible for the task.
 3. Themethod of claim 1, wherein the plurality of deployable resourcescomprises a plurality of contractors of an entity responsible for thetask.
 4. The method of claim 1, wherein the plurality of deployableresources comprises a plurality of volunteers of an entity responsiblefor the task.
 5. The method of claim 1, further comprising:automatically receiving, at the processor-based controller, personalinformation from each deployable resource, wherein the personalinformation comprises biometric information about a deployable resourcewearing the wearable device.
 6. The method of claim 5, wherein thepersonal information comprises a level of physical exertion of adeployable resource wearing the wearable device.
 7. The method of claim5, wherein the personal information comprises information about a reststate of a deployable resource wearing the wearable device.
 8. Themethod of claim 5, wherein the personal information comprises a bloodalcohol content (BAC) level of a deployable resource wearing thewearable device.
 9. The method of claim 5, wherein the personalinformation comprises a predetermined criterion for a deployableresource wearing the wearable device associated with the task.
 10. Themethod of claim 9, wherein the predetermined criterion further comprisesa prerequisite legal criterion.
 11. The method of claim 1, whereinselecting comprises: ranking the first subset of deployable resourcesbased on the comparing; and selecting, based on the ranking, the secondsubset of deployable resources.
 12. The method of claim 1, whereinselecting comprises: categorizing the first subset of deployableresources based on the comparing; and selecting, based on thecategorizing, the second subset of deployable resources.
 13. The methodof claim 1, wherein electronically contacting each deployable resourcecomprises telephonically contacting a deployable resource.
 14. Themethod of claim 1, wherein electronically contacting each deployableresource comprises contacting a deployable resource via anetwork-connected device.
 15. The method of claim 1, whereinelectronically contacting each deployable resource comprises contactinga deployable resource via the respective wearable device.
 16. The methodof claim 1, wherein electronically contacting each deployable resourcecomprises providing a graphical alert to a deployable resource.
 17. Themethod of claim 1, wherein electronically contacting each deployableresource comprises providing an audible alert to a deployable resource.18. The method of claim 1, further comprising: receiving a reply from adeployable resource of the second subset of deployable resources; andassigning the deployable resource of the second subset of deployableresources to the task.
 19. A system for matching deployable resourceswith available tasks comprising: a plurality of wearable devices, eachof the plurality of wearable devices configured to be worn by one of aplurality of deployable resources, each of the plurality of wearabledevices configured to determine location information about a respectivedeployable resource based on information determined by a respectivewearable device while the respective wearable device is being worn bythe respective deployable resource; and a processor-based controllerconfigured to: automatically determine a load parameter for a contactcenter; automatically compare the load parameter to a threshold valuefor the contact center, the threshold value based on at least a servicelevel associated with the contact center; in response to the loadparameter exceeding the threshold value: connect to the plurality ofwearable devices; select a first subset of deployable resources from theplurality of deployable resources, the first subset of deployableresources distributed at different locations from the contact center;receive permission from one or more deployable resources of the firstsubset of deployable resources to receive the location information fromthe respective deployable resource; automatically receive the locationinformation from the one or more deployable resources of the firstsubset of deployable resources via the respective wearable devicesconfigured to be worn by the plurality of deployable resources andcommunicatively connected to the processor-based controller;automatically compare the location information received from the firstsubset of deployable resources to a selection criterion associated witha task associated with the contact center, the selection criterioncorresponding to a physical distance between a location of each of theone or more deployable resources and the contact center; select, basedon the comparing of the location information to the selection criterion,a second subset of deployable resources from the first subset ofdeployable resources; cause each deployable resource of the secondsubset of deployable resources to be electronically contactedautomatically via a first electronic communication to request assistancefrom the second subset of deployable resources with respect to the task;and cause each deployable resources in the first subset of deployableresources but not in the second subset of deployable resources to beprevented from being deployed in engaging in the task, such that thefirst subset of deployable resources is conserved from being used.
 20. Anon-transitory computer-readable medium storing one or more programs,the one or more programs comprising instructions, which when executed byan electronic device cause the electronic device to implement a methodfor matching deployable resources with available tasks, comprising:automatically determining, via a processor-based controller incommunication with one or more contact centers, a load parameter for acontact center; automatically comparing, via the processor-basedcontroller, the load parameter to a threshold value for the contactcenter, the threshold value based on at least a service level associatedwith the contact center; in response to the load parameter exceeding thethreshold value, automatically connecting, via the processor-basedcontroller, to a plurality of wearable devices configured to be worn bya plurality of deployable resources; selecting, via the processor-basedcontroller, a first set of deployable resources from a plurality ofdeployable resources, the first subset of deployable resourcesdistributed at different locations from the contact center; receivingpermission, via the processor-based controller, from one or moredeployable resources of the first subset of deployable resources toreceive location information from each deployable resource;automatically receiving, via the processor-based controller, thelocation information from the one or more deployable resources of thefirst subset of deployable resources via the respective wearable devicescommunicatively connected to the processor-based controller, thelocation information based on information determined by each respectivewearable device while each respective wearable device is being worn by arespective deployable resource; automatically comparing, via theprocessor-based controller, the location information received from thefirst subset of deployable resources to a selection criterion associatedwith a task associated with the contact center, the selection criterioncorresponding to a physical distance between a location of each of theone or more deployable resources and the contact center; selecting,based on the comparing of the location information to the selectioncriterion, via the processor-based controller, a second subset ofdeployable resources from the first subset of deployable resources;automatically sending, via the processor-based controller, a firstelectronic communication to each deployable resource of the secondsubset of deployable resources, the first communication containing arequest for assistance from the second subset of deployable resourceswith respect to the task; and preventing, via the processor-basedcontroller, deployable resources in the first subset of deployableresources but not in the second subset of deployable resources fromengaging in the task, such that the second subset of deployableresources is conserved from being used.